This book is an excellent resource on how you can build a framework to remain dynamic, ensure long-term success, and deliver a consistent customer experience. A must read for all levels of contact center management.

Glenn Gemmill, VP, Customer Care Center, Coca-Cola Refreshments

This is the 'go to' reference for all contact center professionals! If you want to stay on the cutting edge and further develop your customer experience strategy, this book is your 'must read.'

This is required reading for any call centre professional. Call Center Management on Fast Forward covers all the necessary fundamentals required to set-up, manage and lead an effective call centre.

Stephen Blayone, Director of Call Centre Operations, SaskTel

Embracing change and welding it to proven fundamentals are in short, what Brad is about. This new edition will deliver what you need to keep up with the ocean of customer centricity and ride the waves that will define the next phase of 'great.'

Todd Hixon, Operations Manager, Intuit APD

Call Center Management on Fast Forward is THE must-have book for every new and tenured call center professional. This book does an excellent job of defining what has become the core acumen of our business.